Service Desk Analyst

Serco Limited; Metropolitan Borough of Solihull; On-site; GBP 24,000; Full time

Job summary

A leading service management company in Solihull is seeking a Service Desk Analyst to provide first line IT support. The role involves excellent customer service, problem solving, and maintaining high-quality service standards within a dynamic environment. Ideal candidates will have at least two years of IT service desk experience and be flexible with shift work. The role offers a competitive salary and various benefits including a contributory pension and career development opportunities.

Benefits

Up to 6% contributory pension scheme

Free onsite parking

Serco discounts

Employee Assistance Programme

Health Cash Plans

Qualifications

• Excellent customer service and communication skills.
• At least two years' experience working on an IT Service Desk is desirable.
• Full SC Clearance or eligibility to obtain and sustain.

Responsibilities

• Provide excellent customer service and meet customer expectations.
• Log, diagnose, and escalate incoming contacts to standards.
• Maintain awareness of business updates relating to work.

Skills

Customer service

Communication skills

Problem solving

Logical thinking

Tools

IT Service Desk tools

Job description

Service Desk Analyst
Solihull Office
Full Time, Permanent (37 hours Mon-Fri between 7am and 6pm on a shift rotation)

Salary: £23,614 per annum

Here at Serco, we are seeking an enthusiastic Service Desk Analyst to work on a multi-client shared, the Service Desk Analyst provides first line IT support and Incident Management function within My Technology Customer Services, providing support to Serco and our customers. The role requires a pro-active, well-organised, self-motivated individual with a methodical approach to problem solving and excellent customer service skills.

You will provide a single point of contact for all stakeholders in relation to IT issues and incidents. As well as providing exceptional standards of support to all customers and support a variety of products, services, and platforms. This will be achieved by acting in both a proactive and reactive manner and ensuring that all performance targets are adhered to. Resolutions should be provided in an effective and timely manner.

As part of this you'll:

• Always provide excellent customer service, setting and meeting customer expectations, promising only that to which can be delivered.
• Maintain regular contact with customers ensuring they are updated as to the status of their incident or request.
• Maintain an awareness of the business and business updates and how these may relate to incoming work.
• Recognise high severity incidents and action in line with department processes.
• Recognise security incidents and action in line with department processes.
• Be responsible for delivering a high-quality IT support service in line with targets.
• Ensure that all incoming contacts are logged, diagnosed and escalated to appropriate and consistent quality standards i.e. use of templates.
• Record all appropriate information accurately within the SMS.
• Assist in the training and mentoring of colleagues.
• Promote the use of self-help and self-service tools to customers as appropriate.
• Ensure adherence to individual performance targets.
• Ensure that incidents are dealt with according to customer and priority needs.
• Work/liaise with the change/problem management team or other teams as required.
• Undertake desk side support visits as and when required.
• Contribute to Incident and Problem Management teams when required.
• Take part in testing of new releases or contribute to project work as required.
• Develop and maintain knowledge and skills and keep up to date with new processes, procedures and developments.

What you'll need to do the role:

• Excellent customer service and communication skills.
• Capable of working in a pressurised environment.
• Logical thinker and problem solver.
• Hardware and Software diagnosis.
• At least two years' experience of working on an IT Service Desk is desirable.
• Full SC Clearance or eligibility to obtain and sustain.
• Be flexible to work shifts as rostered.

Why Serco:

Serco's purpose is to impact a better future - we bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address some of the most urgent and complex challenges facing governments globally. Our services are powered by more than 50,000 colleagues working across multiple sectors including defence, space, migration, justice, healthcare, transport, and customer services in four regions: UK & Europe, North America, Asia Pacific, and the Middle East.

In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement, and development won't be hard to find. You'll also work with great people. You'll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer:

• Up to 6% contributory pension scheme
• Free onsite parking.
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.
• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
• A safe and supportive culture.
• A company passionate about diversity and inclusion.